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Zoho Voice Logo

Cloud-based business phone for SMB sales and support teams

Last updated: November 2024

Zoho Voice Reviews

Overall rating

4.2

/5

29

Rating criteria

  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.26/10

Reviews by rating

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Pros and cons

Its been good so far and I am hoping this changes to great in the near future.
My overall experience with Zoho Voice has been very positive. It’s a robust tool that has greatly improved the efficiency of our customer service team by simplifying call management.
I was also impressed with the call quality and the variety of features available for managing customer communications.
Terrible system; terrible support; not ready for prime time. Good concept; very poor execution.
There is lack of guidance on how to do 10DLC compliance certification correctly.
Additionally, the text messaging feature is limited to one-on-one messages, with no option for group texting, which would be beneficial.
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29 reviews

Recommended

CM
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Cesar M.

Information Technology and Services, 1-10 employees

Used monthly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Just works

Reviewed 25 days ago

It just works and I have the flexibility of pretty much any voice feature you'd think of.

Pros

Easy to setup but has many features and has not given me any issues.

Cons

So far it has been great. No issues yet.

YE
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Yonatan E.

Alternative Medicine, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Good product

Reviewed a month ago
Pros

Easy setup across multiple devices, I already use Zoho ecosystem so Voice was a no-brainer.

Cons

Pricing for additional agents is too high

SK
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Sud K.

Computer Software, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Integrated telephony for Zoho CRM

Reviewed a month ago

Excellent. There is some room to make pricing a bit more competitive.

Pros

Integration with CRM. The ability to send messages from Zoho VOICE and Zoho CRM.

Cons

Cannot select a CRM contact from Zoho Voice. But once a message is sent, the contact name shows up Zoho Voice if their record is present in CRM.

AS
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Atul S.

Computer Software, 11-50 employees

Used daily for 2+ years

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Excellent - Budget friendly

Reviewed a month ago

Decent but it needs improvement to feel like RingCentral.

Pros

Super budget-friendly. Love it easy to use and roll out to the team

Cons

Sometimes there is a voice quality issue, especially from mobile devices. Iphone

ES
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Endrit S.

Internet, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Ceo at digital agency

Reviewed a month ago
Pros

it is simple to use. and not too much work to do to implement it

Cons

not connecting directly with zoho crm and using 2 tabs

IG
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Ignacio G.

Computer Software, 1-10 employees

Used weekly for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Good product, a bit confusing to buy a number

Reviewed a month ago

Great integration with zoho products for direct click botton calls.

Pros

Integration with zoho crm and zoho one products

Cons

I am having issues to register the activities automatically at the moment in zCRM. We are a zoho partner since 5 years.

SH
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Shanye H.

Telecommunications, 1-10 employees

Used monthly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Great Telephony option

Reviewed a month ago

It has been overall good for what I need it for

Pros

It's speed, its faster than most full CRM's.

Cons

There are a few design improvements and features that it should have but doesn't

LD
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Lucas D.

Computer Software, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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best Voip app with secure connection

Reviewed a month ago

tested sole for some time and added user to it today will ramp up after this

Pros

good connections always voice transmission is clear even on mobile apps making it work from anywhere application

Cons

should have a used minutes and rate of call together

OV
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Oscar V.

Insurance, self-employed

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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The most user-friendly VoIP system out there!

Reviewed a month ago

Its been good so far and I am hoping this changes to great in the near future

Pros

its design is super user-friendly, easy to understand.

Cons

There is lack of guidance on how to do 10DLC compliance certification correctly.

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Gavin P.

Leisure, Travel & Tourism, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Zoho Voice good for SMB's who use the Zoho Eco system

Reviewed 2 months ago

The best part is the support team who are always willing and dedicated and try to find work solutions.

Pros

All in one interface, control all your business office phone needs from one system. Ability to move between call logs, live calls, settings, stats and more quickly.

Cons

Call reliability is improving but still quiet frustrating on a few occasion's. Calls drop or go silent during conversation1 out of 20 times and it is tricky to work out who is at fault but this is something I did not experience when using Twilio directly on Zoho CRM (over 4 years). I have made a feature request to allow managers to log into the system and add notes and tags to calls (in the call log) for the purposes of training. For example to monitor a staff's call and flag and add ratings to calls so that this data can be reviewed later.

DB
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Darrin B.

Government Administration, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Non-Sales Review of Zoho Voice

Reviewed 2 months ago

Love the support we get in Zoho Voice! I find that we get a quicker and better response in Voice than we do in Desk. Kavi is great and responds to the majority of items we sent. I like the chat feature also, and wished Desk had that. I will say in the beginning we were hoping for some help in getting us set-up or to show us some best practice ideas. We tried the on-boarding calls in the beginning but they were with other clients and we didn't learn a whole lot. I think we'd use the system more, if we knew the things we don't know.

Pros

Liked that we could link it to Zoho Desk and that we could do the configuration in-house.

Cons

I think that super admin users should be able to access user's accounts as with Zoho Desk, we don't have users actually ever login to Zoho Voice, except when they are new to set them up. Seems that as a super admin, we should be able to set them up without them. We also struggle with the missed calls as we do not want missed calls creating tickets in Zoho Desk, unless there is a voicemail. Right now, agents waste lots of time searching those tickets looking for voicemails. Voicemails are also, not working so well since the update a few weeks ago. The player doesn't work at all, and some users cannot actually open the link. We want to use the transcription of the voicemail, but had to turn that off due to it's high cost. If there is a plan to lower that rate, we would use it again. We also are a bit disappointed in the text feature as when we tested this, when a text came in, every agent received it instead of that text being round-robin assigned to an agent. This caused confusion and we rolled it out. If we are not using this correctly, please let us know as it would be so nice to have. Last item is the credits as we would rather be able to pay from an invoice rather than a credit card and they always add tax in there when we are a tax exempt State government agency.

LM
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Lance M.

Executive Office, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Seamless, Professional, and Easy-to-Implement Voice Solution

Reviewed 2 months ago

Overall, as a Zoho One user, we are very pleased with Zoho Voice. The platform is user-friendly, robust, and offers a lot of value. Zoho continues to improve their products, and we appreciate the regular updates that add new features and enhancements. Zoho Voice has significantly streamlined our communication system, helping us operate more efficiently and professionally. Despite a few minor issues, it’s a great product that we’d definitely recommend to other businesses looking for a solid, integrated phone solution.

Pros

Zoho Voice is incredibly easy to implement, allowing businesses to quickly transition to their system without hassle. The platform provides an impressive suite of tools that cater to the diverse needs of businesses, helping them present a professional image through customizable settings. Features like IVR, custom hold music, call queues, warm and direct transfers, scheduled text messages, and system integrations make managing communications effortless and highly effective. The flexibility to configure these features according to business-specific needs is a major advantage, allowing us to tailor our phone system exactly how we want it.

Cons

While Zoho Voice offers a lot of great features, there are a few areas for improvement. The mobile app sometimes faces connectivity issues, which can be frustrating. Additionally, the text messaging feature is limited to one-on-one messages, with no option for group texting, which would be beneficial. The unlimited plans are only available for annual subscriptions, which can be expensive for small businesses that prefer a monthly payment option. Lastly, the integration with Zoho Creator workflows is missing, which would greatly enhance the overall experience for users of the Zoho ecosystem.

SO
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Siagny O.

Construction, 51-200 employees

Used weekly for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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Satisfied

Reviewed 2 months ago

So mobile apps are bad for me. But in general, the service is great all the way

Pros

So mobile apps are bad for me. But in general, the service is excellent all the way.

Cons

So mobile apps are bad for me. But in general, the service is excellent all the way.

JA
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Jordan A.

Financial Services, 1-10 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Our Zoho Voice review

Reviewed 2 months ago

Overall Zoho voice does a great job of supporting our business. The only negatives are the technical issues

Pros

The data and analytics. Very insightful.

Cons

Technical issues and all glitches. Also, the SMS service with the providers need to improve.

AE
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Alissy E.

E-Learning, 1-10 employees

Used daily for less than 6 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Very frustrating.

Reviewed 2 months ago

Very frustrating. Hard to navigate.

Pros

The integration with CRM was easy. Zoho voice has much better documentation than other Zoho products. The Zoho Voice support team is good.

Cons

Zoho Voice nickels and dimes my company. We are a small start-up and need upfront pricing for budgeting. The call quality is hit or miss. The integration, although easy, is incomplete, which I could have used another company for. The documentation also has holes.

EH
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Edward H.

Information Technology and Services, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Small SAAS Company Solution

Reviewed 2 months ago

so far, so good but spending lots of time looking for workarounds in order to make it a success. However, with all Zoho products, support is great and improvements are quick, so looking forward to future updates.

Pros

Moving from previous product was easy. Porting phone numbers was a piece of cake. Support helped with every step of the way.

Cons

zdialer app is limited. Could do better job of integrating with CRM a bit tighter (Like allowing automated sms messages from CRM). Also need a way to send SMS from DESK!!!! This is a huge miss

RM
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Rogelio M.

Telecommunications, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Streamlined Communication with Powerful Features

Reviewed 2 months ago

My overall experience with Zoho Voice has been very positive. It’s a robust tool that has greatly improved the efficiency of our customer service team by simplifying call management. I would definitely recommend it to other businesses looking to optimize their communication systems.

Pros

What I liked most about Zoho Voice is its intuitive interface and how easily it integrates with other Zoho solutions. I was also impressed with the call quality and the variety of features available for managing customer communications.

Cons

Although I generally had a great experience, the setup process can be a bit complex at first. However, once everything is properly configured, it works smoothly and efficiently.

AW
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Andrew W.

Law Practice, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Growing phone product.

Reviewed 2 months ago

Pretty good overall. A little new so some features aren't available yet, but it's clear that zoho is putting the value proposition first.

Pros

Price, responsiveness of support. It seems the are adding features.

Cons

Expected closer integration to zoho crm.

MB
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Michael B.

Insurance, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ZOHO VOICE - Must have - and get CRM with it.

Reviewed 2 months ago

Overall experience is excellent. Easy to use, support is great, linking with crm is a huge bonus, and the way it's customizable. Price Point is EXCELLENT TOO. Value to cost is really good.

Pros

It's easy to use...also, how it integrates with the CRM. DropVoice is a dream. But that isn't a huge deal. Dispositioning a call is easy too and customizable.

Cons

The only thing I would say about DropVoice is that it doesn't take a standard windows recording. I have to convert the file. Also, for some phone numbers it auto sends as an out-of-country call even though it clearly isn't one. Have to stop it and manually type in the number. Again, not a huge deal.

CJ
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Chris J.

Legal Services, 1-10 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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Zoho Voice

Reviewed 2 months ago

expensive and not easy to integrate would change back to ring central if had the time

Pros

somewhat integrates with crm, sms is not nearly as polished as ring central

Cons

expensive, primative,somewhat integrates with crm, sms is not nearly as polished as ring central

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Verified reviewer

Business Supplies and Equipment, 11-50 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Excellent Product

Reviewed 2 months ago

Great experience so far. Once the pain of setup and migration is complete, it is very easy to use.

Pros

Zoho Voice is feature rich and can do many things competitors cannot. Support has been fantastic.

Cons

Voice takes a lot to set up. It is not plug & play. The settings are very detailed and it takes a lot to understand and get everything configured.

JW
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John W.

Transportation/Trucking/Railroad, 11-50 employees

Used daily for 6-12 months

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Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Failure to rise to expectations

Reviewed a year ago

Terrible system; terrible support; not ready for prime time. Good concept; very poor execution.

Pros

Nothing, it is just not competitive with Ring Central, Ooma, Twilio, etc.

Cons

Very undependable; dropped calls; SMS feature is very primitive; very poor integration with desk phones; the softphone settings in Z-dialer have to be reset everytime you use it; very poor system

CB
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Chris B.

Apparel & Fashion, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Call

Reviewed a year ago

We mostly use Zoho for international calls.

Pros

Calling information can be recorded when you are talking to customers then record information can be used for reference and reporting.

Cons

Easy to upload contacts in the database for zoho voice and work effectively when using online calls.

MW
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Michael W.

Entertainment, 11-50 employees

Used daily for 6-12 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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WORST VOIP EVER and I TRIED THEM ALL

Reviewed a year ago

I feel ZOHO is all the more honest people in INDIA, but they are still married to the people who do the phone scams, so they are all super shady, only a few good techs there, and when you met them you know it because they are different.

Pros

no pros, they will tell you it can do everything you want and it won't be very hard to do what you would like out of a VOIP service.

Cons

they will steal your money and your phone number and hold them and not refund your money

NJ
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Nalika J.

Insurance, 1-10 employees

Used daily for less than 6 months

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Phone Telephony

Reviewed 2 years ago

The customer service agents are easy to reach and ready to assist

Pros

The price was good for our budget and the features were overall what we were looking for

Cons

At this time they are not able to send out mass SMS or receive MMS texts